kevin3000
join:2008-02-19
Oakville, ON
| Teksavvy...Huge let down!! Very disappointed...!
I've had this isp for over two years and spread the word to everyone I know about how they should switch to Teksavvy....great client care...competitive pricing...great product and service.
Well....This has all gone down the drain in the past two weeks (for me that is). After living overseas for 10 months I returned to the country and stayed at my in-laws for 8 weeks during which I had Teksavvy provide me with DSL service in the same great fashion they had at my home prior to leaving the country.
Prior to moving bak into my house, I contacted Teksavvy to have them set me up which they did.
2 weeks have passed. My DSL loses sync every 15-20 minutes...around the clock. It takes 5 to 8 minutes for the sync to come back and this is a full 2 weeks of this scenario.
I've contacted Teksavvy tech support a total of 7 times in the past week and a half....had a Bell tech come to the house once...and had tickets open on at least 4 occasions.
My profile has gone from 5/512 to 6/800 back to 5/512 to 6/512 and on and on and on......
I've expressed to Teksavvy that THEY need to tell me what I must do on my end since my only concern is having a solid internet service from the provider that I was happy with and I DIDN'T want to have to switch to another isp.
Today....after spending 25 minutes on the phone with Teksavvy tech support I was told to stay put and wait by the phone as a Bell tech was going to call me in 15 minutes and directly deal with me and try his best to end this ordeal once and for all.......no call!!
2 weeks...internet service that works ~40 minutes out of every hour.....7-8 +/- 15 minute phone calls to Teksavvy......One Bell tech house visit....4 Bell open tickets.....one promised phone call with no follow through......
Both my wife and I use internet for personal and business...not having solid internet like this feels like having the lights turned off!
Very disappointed with you guys....Don't know what to do next!? Wish you could do the right thing and help me get the service that is owed to me as a paying customer so we could go on with our relationship... |
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TSI David
TSI David
Premium,VIP
join:2007-06-25
Chatham, ON | Hi,
Could you PM me the details here or create a post in the direct forum so I can take a look into this for you?
Thanks,
David |
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needFiber
join:2009-10-14 | reply to kevin3000
How could the service change though? Is it possible the OP was on a remote and after repurchasing he is no longer on a remote? |
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GyroCaptain
join:2008-08-01
| reply to kevin3000
I heard something similar with another poster last year that involved rainy weather. He would lose sync similar to yours whenever it rained. Something about shorting out his outside line? Cant recall the details however.
Hope everything works out. |
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scruffy
join:2007-07-24
Canada
 ·TekSavvy Solutions..
| said by GyroCaptain  :I heard something similar with another poster last year that involved rainy weather. He would lose sync similar to yours whenever it rained. Something about shorting out his outside line? Cant recall the details however. Hope everything works out. Yeah, I believe that was me, I posted last fall about intermittent sync when it rained. After escalating half a dozen time from Teksavvy to Bell and 3 Bell techs later at my house, they detected a voltage differential on the line between the outside of the house and the CO box down the road (i.e. shorted phone line). They first replaced the line from my house to the post and then left.... problem still occured, came back, found the same problem again, so the replaced the whole line from the CO to my post, and now it works great. In non-MLPPP mode I can keep a connection uptime for over a week, and I never get sync loss (unless I turn on MLPPP, then it varies, but I think that has more to do with Bell toying with their throttling countermeasures). |
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Jaser
@teksavvy.com
| reply to kevin3000
Sounds 100% like a Bell issue or internal wiring issue. I know it's easy to blame Tek for all this, but it seems like they're doing what they're able to do.
Sometimes technology that was kicked, beaten and spit at to get working (DSL over POTS hardware) doesn't work like it does in the lab.
Although you feel like they owe you so much for $29.95, they've probably still lost money on you even if you stay with them for 2 years. Since you're only staying with them for 8 weeks, they're almost guaranteed to lose money on you.
Be grateful they haven't just given up and cut you off, it would've made good business sense to do so.
Don't expect much sympathy from me, and I expect others, Tek is using the money they're making from ourselves to try and get you a half-decent DSL connection, and you're still unhappy.
In my field, customers like this aren't worth it, they'll never be happy. He's even complaining about being switched from a 6mbit to a 5mbit profile... |
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scruffy
join:2007-07-24
Canada
·TekSavvy Solutions..
| reply to kevin3000
said by kevin3000 :Prior to moving bak into my house, I contacted Teksavvy to have them set me up which they did. 2 weeks have passed. My DSL loses sync every 15-20 minutes...around the clock. It takes 5 to 8 minutes for the sync to come back and this is a full 2 weeks of this scenario. I've contacted Teksavvy tech support a total of 7 times in the past week and a half....had a Bell tech come to the house once...and had tickets open on at least 4 occasions. My profile has gone from 5/512 to 6/800 back to 5/512 to 6/512 and on and on and on...... I do sympathise with you, but the best thing you can do is to keep calling TSI to re-escalate your ticket every 2 days until the issue is fixed. Connection (SYNC/ATM light turns off or blinks on your modem) are not things that Teksavvy can fix, they have to call Bell on your behalf to do an "investigation". However, what Bell does in 99% of the cases when a customer complains about sync loss is just lower your speed again and again until you get a stable connection, instead of actually going out and fixing the wires.
It took me a month of back and forth between Teksavvy and Bell before Bell came to fix the physical phone line.
Also, changing DSL ISP's or going with Sympatico wouldn't help you either, other DSL ISP's will have the same problem you are having right now, and if you switched to Sympatico, they would never actually fix the problem for you, they have an process flowchart that they must follow where the must ship you a replacement modem (turnaround time ~1 week) which doesn't help, and then after that they just keep lowering and lowering your speed profile. When I was in college I worked for Bell and I saw ridiculous things, people having the same problem as I was having, except instead of dispatching a tech on site, they lowered one client I remember all the way down to 256 (kbps) and he was an Ultra subscriber @ 70$ for a sub 1mb connection. |
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justsomeguy
join:2007-10-08
London, ON | reply to Jaser
sounds like he already did the 8 weeks and is back to his own home now. |
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justsomeguy
join:2007-10-08
London, ON
2 edits | reply to TSI David
said by TSI David :Hi, Could you PM me the details here or create a post in the direct forum so I can take a look into this for you? Thanks, David I'm surprised you are not already familiar with this customer. |
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justsomeguy
join:2007-10-08
London, ON
1 edit | reply to kevin3000
Give Teksavvy 1-2 more weeks and if they cant do anything it looks like you have to get hooked up on cable instead.
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kevin3000
join:2008-02-19
Oakville, ON
| reply to Jaser
said by Jaser :
Sounds 100% like a Bell issue or internal wiring issue. I know it's easy to blame Tek for all this, but it seems like they're doing what they're able to do.
Sometimes technology that was kicked, beaten and spit at to get working (DSL over POTS hardware) doesn't work like it does in the lab.
Although you feel like they owe you so much for $29.95, they've probably still lost money on you even if you stay with them for 2 years. Since you're only staying with them for 8 weeks, they're almost guaranteed to lose money on you.
Be grateful they haven't just given up and cut you off, it would've made good business sense to do so.
Don't expect much sympathy from me, and I expect others, Tek is using the money they're making from ourselves to try and get you a half-decent DSL connection, and you're still unhappy.
In my field, customers like this aren't worth it, they'll never be happy. He's even complaining about being switched from a 6mbit to a 5mbit profile...
Obviously...you have no clue of the simple principles of the service industry. You are obligated to deliver the said service, at the said price within the agreed parameters.
All I ask for is to get reliable internet for my $39.95 (not $29.95).
By the sounds of your post, Teksavvy is doing me a favour by taking $40 a month for the past 2 years...just like everyone else I give my money to is doing me favours!. You must be a real pleasure to have as a client....paying for goods and services and taking it all as a privilege rather than a due.....
I told Teksavvy numerous times that all I wanted was reliable internet service...I DON'T care what profile I'm on...5 or 6....and the upsetting factor was that I couldn't get this problem resolved and I didn't want to leave Teksavvy...all that after being a client for 2 years...and your opinion is that they should simply cut me off....wow....anyways, good thing the Techs at Teksavvy don't have an anti-commercial attitude like yours and have given me some empathy!
To be followed..... |
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dslrocker3
join:2002-05-26
Toronto
4 edits | reply to kevin3000
Re: Teksavvy...Huge let down!! Very disappointed...!
said by kevin3000 :All I ask for is to get reliable internet for my $39.95 (not $29.95). I told Teksavvy numerous times that all I wanted was reliable internet service...I DON'T care what profile I'm on...5 or 6.... Unfortunately, when the issue at hand is loss of sync, this is something that Bell controls. I know that you are paying Teksavvy for the service and you expect them to help you but please realize that when its a line problem, it doesn't matter if you are paying $29.95, $39.95, or $69.95. It will still be the same, unstable Bell line. I kwow you would prefer wiring repairs to be completed but that's going to take a lot longer it sounds like you are running out of patience.
I'm not so sure that you really want to take the stance that you don't care what profile you are set to. If that was competely true, you would have signed up to 512/512 Kbps service which would probably be completely reliable and at a lower cost. If you take this stance, Bell will simply put you to the slowest possible speed and say that's how they fixed your losses of sync. How would you feel if they set you to 1184/640 Kbps? ...Problem solved, no more losses in sync but then you might complain that you aren't getting the speed that you paid for. So if you really want a more stable connection, I would suggest to simply ask for a lower profile setting. Setting the profile to something such as 3008/512 Kbps will most likely elminate your problems. Unfortunately getting Bell to perform physical wiring repairs can prove to be almost impossible. You need to decide for sure what's more important: faster speeds or higher stability. If it's the latter, accepting the slower speed can be a quick, painless solution, especially when it sounds like you are almost out of patience and what a resolution of your issue now. |
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mlerner
Premium
join:2000-11-25
Nepean, ON
 ·Rogers Hi-Speed
·TekSavvy Solutions..
·Bell Sympatico
| reply to kevin3000
I can understand the frustration but the kick in the teeth here is Bell ultimately controls the last mile. TekSavvy is providing service from their end but they have no control over Bell's portion except to file trouble tickets. Moreover what you're actually paying for is up to X speed, nothing is guaranteed as Bell points out in the wholesale tariff. |
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TYJKY
@rogers.com
| reply to kevin3000
Sounds like it has nothing to do with Tek. They are doing their jobs as long as they're contacting Bell on behalf of you.
It doesn't matter what and how many favors you have done to recommend Tek to your friends. They still can't fix your problem because that's beyond their capabilities. Join Bell and directly deal with them if you want to. |
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AkFubar
Resistance is Futile
join:2005-02-28
Toronto Can.
·TekSavvy Solutions..
·Bell Sympatico
| reply to kevin3000
I also understand your frustration. Teksavvy has fought Bell on behalf of many customers and had successful results. Does take time tho. Try to be patient and allow Teksavvy to deal with Bell on this. I'm pretty sure they will work to get you the most out of this situation. If they can't, they will tell you so you can consider what limited alternatives you might have available to you.
--
"No matter where you go, there you are." - Buckaroo Banzai |
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Bicephale
join:2005-09-24
·TekSavvy Solutions..
| reply to kevin3000
In my opinion this thread i one of the numerous others which
was badly titled. It seems the whole thing is about Bell and
not the 3rd-party ISP you're dealing with. There are fanboys
who like to claim that TekSavvy will "fight" in your favour, it
doesn't mean TekSavvy will send one of their own people to
climb into the poles: Bell owns the distribution network, they
get twenty-some bucks no matter what happens and what's
left goes to your ISP who gets the blame. That's a win-win
scenario for Bell, or a loose-loose scenario for anyone else...
Maybe TekSavvy shouldn't allow any customer to think they
have as much lever as some people like to pretend over here
but i wish to join my voice to those of the others anyway! It
is a Bell issue so lets blame Bell for it. By the way, it wouldn't
hurt to show more evidence while you're at it... For example,
TerTech's 'DSL_StatScope' tool would do nicely. Perhaps this
will even give the thread a proper direction compared to what
the title promises, actually!
 |
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Bicephale
join:2005-09-24
·TekSavvy Solutions..
| 39.95 $/m!!!
Euh...
There must be an error, isn't it???
What kind of account is that!?
 |
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HiVolt
30
Premium
join:2000-12-28
Toronto, ON
clubs:
·TekSavvy Solutions..
·Bell Sympatico
| said by Bicephale :39.95 $/m!!! Euh... There must be an error, isn't it??? What kind of account is that!? Probably the Unlimited package. 
--
1-for-October. (1-7-4)
And now, back to your regularly scheduled losing. |
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harrybuckman
@teksavvy.com
| reply to kevin3000
Definately bell playing games with you, sit tight teksavvy will get it straightened out. When I switched to teksavvy bell pulled my line card twice out of spite. Each time they replace it with a slower card. The techs at teksavvy got it straightened out, no thanks to bell. |
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